Technical Support Specialist
2 days ago
Job Summary
ESET DACH seeks a skilled Technical Support Specialist to provide exceptional technical product support to all customers, partners, resellers, and internal personnel.
Responsibilities and Duties
- Answer and address all incoming support requests from customers, taking ownership of each issue and effectively bringing it to resolution or escalation.
- Provide technical product support via various channels, including phone, email, and web chat.
- Effectively troubleshoot, resolve, and document support requests, ensuring complete resolution of issues to prevent customers from having to contact support again.
- Assist customers with basic program setup and administrative issues, providing clear and concise instructions and guidance.
- Work closely with other departments to resolve outstanding issues and ensure seamless support experiences for customers.
- Assist in documenting solutions for the company's knowledge base, providing training and information for other support teams.
- Perform remote analysis and diagnosis of customer issues, recommending and implementing corrective solutions.
- Assist with identifying, troubleshooting, and cleaning of viruses and/or malware within customer operating environments.
- Collaborate with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products.
- Project a positive attitude and serve as a mentor for other employees, promoting a culture of excellent customer service and support.
- Maintain a favorable image of ESET DACH when interfacing with outside sources, ensuring that all interactions are professional and courteous.
- Accurately track, log, and manage support requests using approved CRM tools and other management-approved systems.
- Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers, and direct customers, providing exceptional support and guidance throughout the process.
- Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate, providing clear and concise information and guidance.
- Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.
- Effectively collect and submit relevant data to appropriate groups for analysis, following up with customers regarding ticket statuses in a timely manner.
- Document and report all escalated issues to appropriate groups, providing detailed information and recommendations for resolution.
- Communicate escalated and trending issues to other Customer Care Teams, ensuring seamless support experiences for customers.
- Test and replicate reported issues in a test environment, then report and document findings and results.
- Assist in creating and delivering internal processes and documentation to internal customers, promoting a culture of excellent customer service and support.
Requirements
- Bachelor's degree in Computer Science or a four-year related degree highly desired, or relevant work experience and technical certifications such as CEH, MCSE, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA, or MCSE.
- 2+ years of technical support experience in the software industry, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
- Network infrastructure experience or knowledge of switches, routers, firewalls, DNS, DHCP, AD, Group Policy.
- Ability to communicate with administrators of large private business and government systems with confidence and authority.
- Ability to work multiple projects and tasks simultaneously in an efficient manner.
- English language proficiency at C2 level.
Personal Characteristics
- Patience
- Detail-oriented
- Customer service skills
- Good telephone manner
- Good documentation skills
- Team player
- Confidence
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